📝 Overview
Knowing how long customers stay with your business is a useful indicator of retention. The platform doesn't calculate this automatically, but you can work it out by exporting data to a spreadsheet and using a simple date calculation. Two reports are available depending on the date you want to base the calculation on — the customer join date, or the membership start date.
🛠️ Method 1 - Using the Customer report
Use this method if you want to base the calculation on each customer's join date — the date their account was first created.
Click the arrow to learn how to calculate lifespan using the Customer report
Click the arrow to learn how to calculate lifespan using the Customer report
Head to Customers ➜ Customer List, change the status filter as needed, then click Export Filtered List ➜ Export to CSV/Excel.
Before exporting, make sure Join Date (found under Personal Details) is ticked so it is included in the download.
Open the file in Excel and add a new column, for example, name it Current Date ,then enter today's date in each row.
Next, add another column and name it Duration. In the first data row, enter a formula that subtracts the Join Date column from the Current Date column, for example, if Current Date is column M and Join Date is column L, enter =M2-L2. Copy this formula down to the last row.
The Duration column will now show how long each customer has been with you in days. If the result displays as a date rather than a number, select the column and change the cell format to Number.
💡 To see the average number of days across all customers, highlight the entire Duration column — Excel will show the average value in the status bar at the bottom of the window.
📊 Method 2 - Using the Customer Memberships report
Use this method if you want to base the calculation on membership start dates rather than account join dates. The Customer Memberships report gives you a detailed record of each membership, including start dates, expiration dates, and status.
💡 For a full overview of the Customer Memberships report and how to navigate it, see the guide here.
Click the arrow to learn how to calculate lifespan using the Customer Memberships report
Click the arrow to learn how to calculate lifespan using the Customer Memberships report
Head to Reports ➜ Customer Memberships and click Download to export the data to Excel.
Open the resulting CSV file in Excel. To convert it from text to columns, click the Data menu, highlight the first column, apply Text to Columns, and ensure Comma is selected as the separator.
The Expiration Date field may be blank for memberships that are active, on hold, or ended due to cancellation. To calculate duration for these rows, filter the Status column by Active and Hold, then copy the current date (or another reference date of your choice) into all empty Expiration Date cells.
Once all Expiration Date cells are populated, insert a new column next to Expiration Date and name it Duration.
In the first data row of the Duration column, enter a formula that subtracts the Start Date column from the Expiration Date column. For example, if Expiration Date is column H and Start Date is column F, enter =H2-F2. Copy this formula down to the last row.
💡 To see the average membership duration, highlight the entire Duration column — Excel will show the average value in the status bar at the bottom of the window.
The Status column can also be used to filter results by membership status, Active, Cancelled, Completed, or On Hold, so you can calculate lifespan for a specific segment if needed.